Client Service Principal - Pune, India - Sungard Availability Services

Description

Sungard Availability Services (Sungard AS) is an industry-recognized leader in delivering resilient and recoverable production environments for global enterprises through managed IT, cloud and recovery services.

Title:
Client Service Principal


Years of experience: 11-14 years


Location:
Pune


Job Purpose Statement:

As Client Service Principal, you will be responsible for relationship development and management across key internal and customer stakeholders and executives to help translate their business needs into action.

Key Responsibilities

• Document and understand the customer's current, future / desired state, business goals and challenges, capabilities, and IT investments
• Based on this understanding provide technical and strategic direction from initial solution design to steady state, based on industry and SgAS best practices
• Serve as the single point of ownership for technology solutions and coordinate resources globally to optimize customer and SgAS value
• Implement and manage effective governance practices and procedures across contracted scope of responsibilities
• Develop highly productive customer relationships and become a Trusted Advisor by providing thought leadership to help shape and grow our value to the customer
• Develop recovery strategies to meet customer RTO/RPO and conduct periodic testing to document recoverability
• Manage service / relationship risk areas and takes steps to mitigate
• Contribute to securing renewals for expiring contracts by documenting and articulating our value to the customer
• Exceed SLA targets by driving service management disciplines around incident, change, and problem management
• Develop content and effectively lead Monthly Service Reviews and Quarterly Business Reviews (QBRs) and other strategic client meetings requested by the customer

Technical Competencies (Experience and Knowledge)

• Bachelor's degree in Engineering, Computer Science, or related technology discipline preferred, or equivalent experience.

2. 10+ years of professional IT experience with at least 3 years of demonstrated experience related to Enterprise Architecture/Engineering within complex environments

• Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc
• At least one professional certification (eg. ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience.

5. 5+ years of Experience in Service Delivery, Datacentre Operations, Solution Design and Implementation.

Well-rounded knowledge and experience on:
Windows Server
Virtualization; including VMWare & Hyper-V
Networking; including routing and switching, security, and firewalls
Storage & backup services/administration
Unix/Linux
BCP & DR scenarios/solutions
Familiarity with IT automation tools and CMDB

• Working understanding of ITIL and Service Management
• Hands-on experience with ServiceNow a plus
• Advanced knowledge of Multi-Tier Application architecture design
• Familiarity with DR principles and practice.
• Familiarity with monitoring Toolsets (OMI, NNMi, HPNA, HPSA, etc.).

Skills and Behavioral Competencies:

• Strong problem solving and analytical skills
• Excellent interpersonal, verbal, written and presentation skills
• Not afraid to recommend solutions and services to customer (increase MRR)
• Ability to lead effectively and calmly internal and customer technical staff through crisis events and escalations
• Skilled in MS Excel, Visio, MS Word & PowerPoint
• Ability to take a leading role in managing customer relationships